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            Knowledge Base Analytics Plus ServiceDesk Plus Integration Syncronization Datatype mismatch

            Sync issue in ServiceDesk Plus and Analytics Plus (after ServiceDesk Plus upgrade)

            Issue:

            After upgrading to the latest version of ServiceDesk(9422), the synchronisation between ServiceDesk Plus and Analytics Plus might break with the below error message.



            Error Traces in the log


                MESZ:Error is :: <nobr>[Line: 2,211 Field: 1] (-971) -ERROR: Invalid POSITIVE NUMBER value</NOBR><br><nobr>The data found at the row 2,211 has invalid data for the given configuration</NOBR><BR>




            Cause:

            The issue is due to the datatype mismatch in the column 'Time Spent in Minutes' in the following tables 'Status history, Technician History, and Group History'

            This issue is more likely to happen with the following combination- Analytics Plus version 3800(both fresh and upgraded build) and ServiceDesk Plus version 9422 and above. This is a known issue and will be fixed in one of our upcoming releases.


            Fix:


            Change the datatype of the column 'Time Spent in Minutes' in the tables (Status History','Technician History' and 'Support Group History')


            The below steps will help you change the datatype of the column 'Time Spent in Minutes' to 'Number' in the tables('Status History','Technician History' and 'Support Group History')


            Steps for Windows:


            1. Connect to Analytics Plus database.

            2.Execute the following query "update zdbdbobjectprops set propvalue='false' where objid IN(objid1,objid2,objid3) and propkey='zdb.system.table;"

            In the above query, objid1,objid2 & objid3 refers to the objid's of Status History, Technician History & Support Group History Tables.

            eg:  update zdbdbobjectprops set propvalue='false' where objid IN(1162,1163,1164) and propkey='zdb.system.table;

            To find out the objid of the 'Status History', 'Technician History' & 'Group History' tables, hover the mouse pointer over the tables(refer the below screenshot)




            3. Download the attached Jar file and place under <AnalyticsPlus home>\lib

            4. Restart the AnayticsPlus services.

            5. Change the Datatype of the column 'Time Spent in Minutes' to 'Number' in the tables 'Status History','Technician History' and 'Support Group History'.




            6. Once again, connect to Analytics Plus database and execute the following query "update zdbdbobjectprops set propvalue='true' where objid IN <objid1,objid2,objid3) and propkey='zdb.system.table'

            7. Stop the AnalyticsPlus services.

            8. Remove the 1temp.jar fro <Analytics Plus home>\lib

            9. Start the AnalyticsPlus services and initiate the

            synchronisation

            between Analytics Plus and ServiceDesk Plus.


            Steps for Linux:


            1.  Connect to Analytics Plus database - Refer Linux section

            2. Execute the following query "update zdbdbobjectprops set propvalue='false' where objid IN(objid1,objid2,objid3) and propkey='zdb.system.table;"


            In the above query, objid1,objid2 & objid3 refers to the objid's of Status History, Technician History & Support Group History Tables.


            eg:  update zdbdbobjectprops set propvalue='false' where objid IN(1162,1163,1164) and propkey='zdb.system.table;


            To find out the objid of the 'Status History', 'Technician History' & 'Group History' tables, hover the mouse pointer over the tables(refer the below screenshot)




            3. Download the attached Jar file and place under <AnalyticsPlus home>\lib


            4. Stop the Analytics Plus server by executing the following command <Analytics Plus home>\bin>sh stopserver.sh


            5. Now start Analytics Plus using the following command <Analytics Plus home>\bin>sh StartServer.sh and change the Datatype of the column 'Time Spent in Minutes' to 'Number' in the tables 'Status History','Technician History' and 'Support Group History'.





            6. Once again, connect to Analytics Plus database and execute the following query "update zdbdbobjectprops set propvalue='true' where objid IN <objid1,objid2,objid3) and propkey='zdb.system.table'

            7. Stop the AnalyticsPlus services(<Analytics Plus home>\bin>sh StopServer.sh)

            8. Remove the 1temp.jar from <Analytics Plus home>\lib

            9. Start the AnalyticsPlus services(<Analytics Plus home>\bin>sh StartServer.sh and initiate the  synchronisation between Analytics Plus and ServiceDesk Plus.




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            Updated: 19 Dec 2018 02:36 PM
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